The latest assessment of broadband services in the UK has revealed notable disparities in customer complaints. Ofcom, the regulatory body, has disclosed its most recent data on grievances from households across the UK, highlighting Vodafone and TalkTalk as underperformers. These two prominent Internet Service Providers (ISPs) have slipped in the rankings, trailing significantly behind their competitors.
Vodafone registered the lowest rating with 11 complaints per 100,000 customers, marking an escalation from the previous evaluation, indicating a worsening trend in customer dissatisfaction.
Ofcom stated, “TalkTalk and Vodafone were the most complained-about broadband providers, with Vodafone witnessing a rise in complaints compared to the prior quarter, while TalkTalk’s complaint statistics remained unchanged.”
In contrast, Virgin Media has emerged as a standout performer, a noteworthy achievement for the company given its past poor performance in similar assessments.
Ofcom added, “The least complained-about broadband providers were Plusnet and Virgin Media,” acknowledging the strong performance of these ISPs along with Plusnet and Sky.
The rankings for broadband service providers are as follows:
– VIRGIN MEDIA • 5 complaints per 100,000
– PLUSNET • 5 complaints per 100,000
– SKY • 7 complaints per 100,000
– BT • 8 complaints per 100,000
– EE • 8 complaints per 100,000
– TALKTALK • 10 complaints per 100,000
– VODAFONE • 11 complaints per 100,000
Apart from broadband services, Ofcom also evaluates other services such as Landline and Pay-TV complaints. Utility Warehouse leads in landline services with just 1 complaint per 100,000 customers, closely followed by Sky, Virgin Media, and Vodafone.
In the realm of TV services, TalkTalk ranks first, trailed by Sky. The TV service providers’ rankings are as follows:
– TALKTALK • 2 complaints per 100,000
– SKY • 2 complaints per 100,000
– VIRGIN MEDIA • 3 complaints per 100,000
– EE • 5 complaints per 100,000
Despite the positive performances of some providers, overall complaints are on the rise, believed to be primarily driven by recent price hikes affecting numerous households across the UK.
Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, expressed disappointment over the increased customer complaints, attributing them to unexpected mid-contract price rises for certain mobile customers in the Autumn of 2025. Ofcom remains vigilant and will continue monitoring the market to gauge ongoing customer satisfaction trends.